TY - JOUR
T1 - Customer satisfaction and consumer expenditure in selected European countries
AU - Yeung, Matthew C.H.
AU - Chen, Junsong
AU - Ramasamy, Bala
AU - Paliwoda, Stan
PY - 2013
Y1 - 2013
N2 - The relationship between customer satisfaction and company performance has been extensively researched at both the consumer and firm levels. However, little is known about the impact of customer satisfaction at the economy-wide level, especially in Europe. This study aims to link customer satisfaction to personal consumption expenditure using panel data collected from 1999 to 2011 and covering nine European countries. Our findings suggest a significant relationship between customer satisfaction and consumer expenditure in these countries. In addition, economic structure, culture, political economy and socio-economic factors have been examined to understand the impact of cross-country differences on this relationship. The results reflect the importance of satisfied consumers on the economy as a whole; thus, efforts at boosting customer satisfaction should become a national agenda. ?? 2013 Elsevier B.V.
AB - The relationship between customer satisfaction and company performance has been extensively researched at both the consumer and firm levels. However, little is known about the impact of customer satisfaction at the economy-wide level, especially in Europe. This study aims to link customer satisfaction to personal consumption expenditure using panel data collected from 1999 to 2011 and covering nine European countries. Our findings suggest a significant relationship between customer satisfaction and consumer expenditure in these countries. In addition, economic structure, culture, political economy and socio-economic factors have been examined to understand the impact of cross-country differences on this relationship. The results reflect the importance of satisfied consumers on the economy as a whole; thus, efforts at boosting customer satisfaction should become a national agenda. ?? 2013 Elsevier B.V.
KW - Customer satisfaction
KW - Customer satisfaction index (CSI)
KW - Economic freedom
KW - Personal consumption expenditure (PCE)
KW - Self-expressive values
KW - Service economy
KW - Customer satisfaction
KW - Customer satisfaction index (CSI)
KW - Economic freedom
KW - Personal consumption expenditure (PCE)
KW - Self-expressive values
KW - Service economy
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=ceibs_wosapi&SrcAuth=WosAPI&KeyUT=WOS:000327807800008&DestLinkType=FullRecord&DestApp=WOS
U2 - 10.1016/j.ijresmar.2013.06.001
DO - 10.1016/j.ijresmar.2013.06.001
M3 - Journal
SN - 0167-8116
VL - 30
SP - 406
EP - 416
JO - International Journal of Research in Marketing
JF - International Journal of Research in Marketing
IS - 4
ER -